Case Study: Make-A-Wish America modernizes chapter communications with Clerk Chat

Make-A-Wish America modernizes communications across 50+ chapters with Clerk Chat, driving 280K+ messages

Make-A-Wish America, a nonprofit organization with over 50 independent chapters, faced a challenge modernizing its communications. Their outdated voice system lacked integrated business texting, which forced staff to use personal devices for SMS conversations with wish families, donors, and volunteers. This led to a lack of visibility, governance, and continuity. They needed a mobile-first, governed platform that could scale across all chapters while integrating with their existing Microsoft environment. Clerk Chat provided its business messaging service to address this.

Clerk Chat implemented its Microsoft Teams SMS integration to provide a unified communications platform. This allowed chapter staff to send and receive SMS and RCS messages directly from Microsoft Teams using their business numbers, eliminating shadow texting. The solution has processed over 280,000 messages in just over a year, including nearly 119,000 inbound replies from families and donors, even before a full rollout. Clerk Chat provided Make-A-Wish with full governance, real two-way dialogue at scale, and a consistent experience across all chapters.

Make-A-Wish America